Dominican Republic

In a typical customer service chat scenario, customers contact a support center to ask for help or raise complaints, and human agents try to solve the issues. In most cases, at the end of the conversation, agents are asked to write a short summary emphasizing the problem and the proposed solution, usually for the benefit of other agents that may have to deal with the same customer or issue. The goal of the present article is advancing the automation of this task. We introduce the first large scale, high quality, customer care dialog summarization dataset with close to 6500 human annotated summaries. The data is based on real-world customer support dialogs and includes both extractive and abstractive summaries. We also introduce a new unsupervised, extractive summarization method specific to dialogs.

EMNLP 2021

TWEETSUMM - A Dialog Summarization Dataset for Customer Service

EMNLP 2021 is planned to be a hybrid event in Punta Cana, Dominican Republic, with both on-site and fully virtual participation possible. The experience for on-site participants would closely approximate a normal pre-COVID *ACL conference, with 5-6 thematically organized parallel sessions and live Q/A and interactive discussion immediately after the talks. Presentations by virtual participants will be equitably interleaved with those of on-site participants, projected on the auditorium screens as if on-site, and also followed immediately by live Q/A and interactive discussion at a time during reasonable waking hours for the virtual presenter. For all participants, on-site and virtual, who are unable to attend a session due to either time-zone issues or because they are participating in another session live, talk recordings and slides will be available online at a minimum after the live presentation (and in many cases before as well), and questions may be submitted in advance on session-specific discussion boards and answered live in session with the usual visual aids if desired.

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EMNLP 2021 is planned to be a hybrid event in Punta Cana, Dominican Republic, with both on-site and fully virtual participation possible.

technical paper

Neural abstractive summarization models have drastically improved in the recent years. However, the summaries generated by these models generally suffer from issues such as: not capturing the critical facts in source documents, and containing facts that are inconsistent with the source documents. In this work, we present a general framework to train abstractive summarization models to alleviate such issues. We first train a sequence-to-sequence model to summarize documents, and then further train this model in a Reinforcement Learning setting with question-answering based rewards. We evaluate the summaries generated by the this framework using multiple automatic measures and human judgements. The experimental results show that the question-answering rewards can be used as a general framework to improve neural abstractive summarization. Particularly, the results from human evaluations show that the summaries generated by our approach is preferred over 30% of the time over the summaries generated by general abstractive summarization models.

Using Question Answering Rewards to Improve Abstractive Summarization

Unlike well-structured text, such as news reports and encyclopedia articles, dialogue content often comes from two or more interlocutors, exchanging information with each other.
In such a scenario, the topic of a conversation can vary upon progression and the key information for a certain topic is often scattered across multiple utterances of different speakers, which poses challenges to abstractly summarize dialogues.
To capture the various topic information of a conversation and outline salient facts for the captured topics, this work proposes two topic-aware contrastive learning objectives, namely coherence detection and sub-summary generation objectives, which are expected to implicitly model the topic change and handle information scattering challenges for the dialogue summarization task.
The proposed contrastive objectives are framed as auxiliary tasks for the primary dialogue summarization task, united via an alternative parameter updating strategy.
Extensive experiments on benchmark datasets demonstrate that the proposed simple method significantly outperforms strong baselines and achieves new state-of-the-art performance.
The code and trained models are publicly available via \href{https://github.com/Junpliu/ConDigSum}.

Topic-Aware Contrastive Learning for Abstractive Dialogue Summarization

Although abstractive summarization models have achieved impressive results on document summarization tasks, their performance on dialogue modeling is much less satisfactory due to the crude and straight methods for dialogue encoding. To address this question, we propose a novel end-to-end Transformer-based model FinDS for abstractive dialogue summarization that leverages Finer-grain universal Dialogue semantic Structures to model dialogue and generates better summaries. Experiments on the SAMsum dataset show that FinDS outperforms various dialogue summarization approaches and achieves new state-of-the-art (SOTA) ROUGE results. Finally, we apply FinDS to a more complex scenario, showing the robustness of our model. We also release our source code.

A Finer-grain Universal Dialogue Semantic Structures based Model For Abstractive Dialogue Summarization

One of the most challenging aspects of current single-document news summarization
is that the summary often contains `extrinsic hallucinations', i.e., facts that are not present in the source document, which are often derived via world knowledge.
This causes summarisation systems to act more like open-ended language models tending to hallucinate facts that are erroneous.
In this paper, we mitigate this problem with the help of multiple supplementary resource documents assisting the task.
We present a new dataset MiraNews and benchmark existing summarisation models. 
In contrast to multi-document summarization, which addresses multiple events from several source documents, we still aim at generating a summary for a single document.
We show via data analysis that it's not only the models which are to blame: more than 27% of facts mentioned in the gold summaries of MiraNews are better grounded on assisting documents than in the main source articles. 
An error analysis of generated summaries from pretrained models fine-tuned on MIRANEWS reveals that this has an even bigger effects on models:
assisted summarisation reduces 55% of hallucinations when compared to single-document summarisation models trained on the main article only.

MiRANews: Dataset and Benchmarks for Multi-Resource-Assisted News Summarization

This paper explores the effect of using multitask learning for abstractive summarization in the context of small training corpora. In particular, we incorporate four different tasks (extractive summarization, language modeling, concept detection, and paraphrase detection) both individually and in combination, with the goal of enhancing the target task of abstractive summarization via multitask learning. We show that for many task combinations, a model trained in a multitask setting outperforms a model trained only for abstractive summarization, with no additional summarization data introduced. Additionally, we do a comprehensive search and find that certain tasks (e.g. paraphrase detection) consistently benefit abstractive summarization, not only when combined with other tasks but also when using different architectures and training corpora.

Exploring Multitask Learning for Low-Resource Abstractive Summarization

This paper explores three simple data manipulation techniques (synthesis, augmentation, curriculum) for improving abstractive summarization models without the need for any additional data. We introduce a method of data synthesis with paraphrasing, a data augmentation technique with sample mixing, and curriculum learning with two new difficulty metrics based on specificity and abstractiveness. We conduct experiments to show that these three techniques can help improve abstractive summarization across two summarization models and two different small datasets. Furthermore, we show that these techniques can improve performance when applied in isolation and when combined.

Mitigating Data Scarceness through Data Synthesis, Augmentation and Curriculum for Abstractive Summarization

With the continuous upgrading of the summarization systems driven by deep neural networks, researchers have higher requirements on the quality of the generated summaries, which should be not only fluent and informative but also factually correct. As a result, the field of factual evaluation has developed rapidly recently. Despite its initial progress in evaluating generated summaries, the meta-evaluation methodologies of factuality metrics are limited in their opacity, leading to the insufficient understanding of factuality metrics’ relative advantages and their applicability. In this paper, we present an adversarial meta-evaluation methodology that allows us to (i) diagnose the fine-grained strengths and weaknesses of 6 existing top-performing metrics over 24 diagnostic test datasets, (ii) search for directions for further improvement by data augmentation. Our observations from this work motivate us to propose several calls for future research. We make all codes, diagnostic test datasets, trained factuality models available: https://github.com/zide05/AdvFact.

Are Factuality Checkers Reliable? Adversarial Meta-evaluation of Factuality in Summarization

Abstractive dialogue summarization suffers from a lots of factual errors, which are due to scattered salient elements in the multi-speaker information interaction process. In this work, we design a heterogeneous semantic slot graph with a slot-level mask cross-attention to enhance the slot features for more correct summarization. We also propose a slot-driven beam search algorithm in the decoding process to give priority to generating salient elements in a limited length by “filling-in-the-blanks”. Besides, an adversarial contrastive learning assisting the training process is introduced to alleviate the exposure bias. Experimental performance on different types of factual errors shows the effectiveness of our methods and human evaluation further verifies the results..

Give the Truth: Incorporate Semantic Slot into Abstractive Dialogue Summarization

Pretraining techniques leveraging enormous datasets
have driven recent advances in text summarization.
While folk explanations suggest 
that knowledge transfer accounts 
for pretraining's benefits,
little is known about why it works 
or what makes a pretraining task or dataset suitable.
In this paper, we challenge the knowledge transfer story,
showing that pretraining on documents consisting
of character n-grams selected at random,
we can nearly match the performance
of models pretrained on real corpora.
This work holds the promise 
of eliminating upstream corpora, 
which may alleviate some concerns 
over offensive language, bias, and copyright issues.
To see whether the small residual benefit of using real data
could be accounted for by the structure of the pretraining task,
we design several tasks motivated 
by a qualitative study of summarization corpora.
However, these tasks confer no appreciable benefit,
leaving open the possibility of a small role
for knowledge transfer.

Does Pretraining for Summarization Require Knowledge Transfer?

Fine-tuning pretrained models for automatically summarizing doctor-patient conversation transcripts presents many challenges: limited training data, significant domain shift, long and noisy transcripts, and high target summary variability. In this paper, we explore the feasibility of using pretrained transformer models for automatically summarizing doctor-patient conversations directly from transcripts. We show that fluent and adequate summaries can be generated with limited training data by fine-tuning BART on a specially constructed dataset. The resulting models greatly surpass the performance of an average human annotator and the quality of previous published work for the task.
We evaluate multiple methods for handling long conversations, comparing them to the obvious baseline of truncating the conversation to fit the pretrained model length limit. We introduce a multistage approach that tackles the task by learning two fine-tuned models: one for summarizing conversation chunks into partial summaries, followed by one for rewriting the collection of partial summaries into a complete summary. Using a carefully chosen fine-tuning dataset, this method is shown to be effective at handling longer conversations, improving the quality of generated summaries. We conduct both an automatic evaluation (through ROUGE and two concept-based metrics focusing on medical findings) and a human evaluation (through qualitative examples from literature, assessing hallucination, generalization, fluency, and general quality of the generated summaries).

TWEETSUMM - A Dialog Summarization Dataset for Customer Service

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